Advanced Support Team

Arbor’s Advanced Support is a personalised support service that goes beyond just responding to support queries. Your dedicated Support Analyst supports you in achieving your operational and strategic goals.
Optional add-ons let you offload time consuming operational tasks, or get expert advice on data security and compliance.

Who is it for?

For all secondary schools and trusts 

OR For primary schools with complex needs, or are under-staffed 

Who need an Arbor expert who knows their MIS set-up intimately, is on-hand to respond to any issues or questions, and supports them in achieving their operational and strategic goals.

Problems it solves

Complex data and/or set-up: Schools and trusts with large, complex student bodies can benefit from additional support to help make sense of their data and get advise whilst setting up unique workflows around the more complicated areas of the MIS, such as assessments, exams, behaviour, and reporting.

Time-poor staff: Staff in busy schools who are wearing multiple hats don't have time to explain the particularities of their set up every time they ring up support. Plus, when schools are short staffed, Arbor’s expert support can take some of the admin load off their plate.

Reporting and accountability: School and MAT leaders are under pressure to report regularly to their Governors/board. Many schools lack the time and technical skill to set up custom reports which show them the data they need regularly. Compiling the right headline data to share is time consuming and often involves a lot of manual work.

Top benefits

Fast, expert answers: Get a response to any issues the same day, even at peak times, with your own direct line to the Arbor Advanced Support team.

Proactive, personalised support: Work with a dedicated Support Analyst who understands your set-up inside out, and will give you tailored solutions to your queries. They can create up to 10 custom reports and 2 live feeds per year as well as working hand-in-hand with your Customer Success Manager to make sure you’re achieving your goals with Arbor.

Bookable call slots: For queries that are harder to unpick, book an unlimited number of 15 minute support calls at a time that suits you. Plus, your Support Analyst will book in a 1 to 1 in-depth session every half-term to focus on your goals, or where your school or trust needs the most support.

High stakes help: Once you notify the Advanced Support team of your inspection dates, they’ll prioritise any requests that come through during that window. You’ll also receive dedicated technical support during your onboarding, and advice during the data checking and cleansing process.

Exclusive add-on services for Advanced Support customers

Service requests: Perfect for time strapped or under-staffed schools, Service Request hours allow Arbor Support Analysts to complete time-consuming setup and admin tasks for you.

Service Request hours are available to purchase in bundles of 15 hours, and can be used for support in the following areas:

• Report cards
• Detentions
• Meals and rotating menus
• New School Year Setup
• Clubs and Trips
• Ad-hoc data entry
   

Data Checks service: includes a high-level security and data audit, and system health checks. Your Support analyst will complete a series of checks, and review:

• Supply teacher management
• Data backup for your Business Continuity Plan (BPC), in line with our recommendations
• 2FA and SSO / password strength
• Active user lists and regular reviews of roles and permissions

Arbor will provide best practice advice on data compliance and keeping data tidy in your MIS, and identifying any areas for improvement.

If this is something you are interested in, please contact customersales@arbor-education.com to discuss upgrading to Advanced Support!

Meet the team

Our team members come from diverse backgrounds in education and customer service, all dedicated to making school workflows easier for you.

Josie

Hi, I'm Josie, and I'm one of the Team Leads here at Arbor. I have worked for Arbor since 2021 and oversee the Advanced Support Team. I have worked in Operations and Customer Service Management for over 16 years and love it here at Arbor as I feel we can really make a difference and add value for schools. When I'm not at work, I obviously love spending time with my family and friends, but I'm also a dedicated runner (albeit a bit of a slow one) and I love a good book.

Naomi

Hi, I'm Naomi, one of the Advanced Support Team Leads. Before joining Arbor I spent 13 years as a School Business Manager and many more before that as a Sales and Service Manager. My experience means that I have a great understanding of the needs of schools and can support our Advanced Support Analysts to give you an excellent customer experience. Outside work, I am involved in schools as a clerk to Governing bodies, I'm a busy parent to 3 'chadults' who think my middle name is Uber! I am also a doggy mum to Drako and Darci, who are Pocket American Bullies.

Leah

Hi, I'm Leah, I have been with Arbor since April 2022, first joining our first-line team and then moving over to Advanced Support. I have been in customer service for nearly two decades in the automotive, telecommunications and now EdTech industries. I really enjoy building relationships with our schools and helping them get the best out of Arbor, making their day easier whenever I can. Outside of work, I enjoy spending time with my family and reading lots of books, but most importantly, my German Shepherd Khaleesi, whom I love to take on countryside walks and, of course, photograph!

Jess

Hi, I'm Jess, and I was born and raised in Durham. I graduated from Newcastle University with a Psychology degree before moving to Leeds to complete a Master's in Sport and Exercise Psychology. I have a passion for helping people and prioritising wellbeing. Therefore, I am really excited to be working with Arbor to support schools in problem-solving and reducing stress-inducing workload. Outside of work, I enjoy travelling and learning about new cultures, spending time with family and friends, and staying active, which I do by playing Korfball competitively. I am also a bit of a granny at heart and love to curl up with a good book and cup of tea and have recently taught myself to knit.

Jacalyn

Hi, I'm Jacalyn! I was born and raised in Canada and moved to Leeds in 2018. I've recently joined Advanced Support after starting with the First Line Team in 2021. I have previously worked in customer service for 15 years, primarily in the hospitality and aviation industries. I love learning, problem-solving, and helping others, so joining Arbor was the perfect place to combine all three! In my spare time, I enjoy crafting, reading, and learning piano and French!

Emily

Hi, I'm Emily! I started my career at the age of 18, working for a leading health-tech company in a customer support role from 2014-2018. Since then, I have remained in the healthcare and charity sectors in various roles but have always been hunting for the right next move. The prospect of the Advanced Support role at Arbor reignited my desire to work for a growing tech company! When I'm not at work, you'll find me looking after my parents' Lhasa Apso Charlie, watching F1, reading dystopian fiction, knitting, or tending to my 60+ houseplants!

Katy

Hey, I'm Katy! I was born in Leeds, graduated from Edinburgh University, and spent many years enjoying the sunny climes in Greece before moving back to Yorkshire (not for the weather!). I'm looking forward to using my teaching and customer service experience in my role at Arbor. Outside of work, I love yoga, wild swimming, and spending time with my family and best buddy, my rescue dog Rocky.

Becca

Hey, I'm Becca! I'm based in Lincoln and have had a variety of different roles, including working in the NHS, rehabbing injured dogs, and running a small fudge business. I started at Arbor in 2023 on first-line support and have now moved to the Advanced Support Team. Outside of work, I love training and playing with my dog, watching wrestling, and going to as many gigs as I can!

Anna

Hi, I'm Anna! I'm based in Yorkshire, following a Linguistics degree from the University of Leeds, but I'm originally from Manchester (which may be why I prefer The Smiths to the Kaiser Chiefs). I grew up surrounded by teachers in my family, so the opportunity to support schools and hopefully ease their daily stresses is something I'm really grateful to be able to do. When I'm not walking you through your marksheets, I'm going to gigs, painting, or scouring my local charity shops for clothes and trinkets!

Isobel

Hi, I'm Isobel! After completing my degree at the University of Leeds in English and Film, I didn't want to leave! I've been living here since 2019 and have always wanted a role where I can really make a difference. Upon discovering Arbor, I knew their mission was one I could get behind. Outside of work, if I'm not with my friends and family, I'll probably be crocheting, upcycling, or sewing!

Katie

Hi, I’m Katie, I am originally from Northern Ireland and moved to Leeds to pursue my studies and have called it home ever since. I have a background in customer service and nutritional coaching, and am passionate about helping people and creating positive experiences. This is what initially drew me to work at Arbor, as I want to make a meaningful impact in education. Outside of work, you’ll find me spending time with my three cats, indoor climbing or getting up to anything crafty!

Beth

Hi, I'm Beth, I have been with Arbor since March 2024 and moved from First Line to Advanced support June 2025. Before this, I was in a range of customer service centred roles, giving me lots of experience in building relationships and giving bespoke service to everyone I work with. When not at work, I can usually be found gaming, working on my various crochet projects, or cuddling my beautiful orange cat, Jaffa Cake.

Kim

Hey, I’m Kim! Originally from the Netherlands, I moved to the UK at 18 and began my career in customer service. Through these roles, I discovered my passion for making a meaningful impact in people’s day-to-day lives. I joined Arbor in April, inspired by their mission to help school staff save valuable time by reducing administrative tasks. Outside of work, I enjoy staying active, travel, relaxing with my cats, and spending quality time with family and friends.

Becci

Hi, I'm Becci! I joined Arbor in January 2026 after spending 7 years as a School Office Manager. Having had the opportunity to use Arbor first-hand, I was inspired by the vision of 'transforming the ways schools work for the better' and knew I wanted to be part of the mission! My experience gives me valuable inside knowledge of schools; their daily workings, challenges, and top priorities, and I'm really looking forward to putting that to use in Advanced Support. When I'm not working, I'm a busy mum of three, often found cheering from the sidelines while my son is goalkeeping, or playing mum's taxi! I also enjoy going out for a run or taking long walks with my little family, including my favourite child, our Boston Terrier, Reggie!

Miles

Hey, I'm Miles! I joined Arbor in September 2024 as a First Line agent, after coming to Leeds for University from Cambridgeshire. Having teaching staff in my family, I was drawn to the company through the ethos of helping reduce the heavy workload that working in a school often entails. Along with this, I’m the designated ‘tech support’ among friends and family, and I always enjoy solving a good problem, so Arbor is an ideal fit for me! When I’m not at work, I enjoy playing and learning music as well as reading.

Maddie

Hey, I’m Maddie! I joined Arbor in January 2025 as a First Line Agent and moved to Advanced Support in December 2025, after moving to Leeds to study Psychology at University. I have worked in customer service roles since the age of 16 and I am passionate about making a difference by reducing admin time for school staff who work so hard day-to-day. When I am not at work, you will find me playing on my Nintendo Switch, dancing, or looking after my two dogs, Eddie and Eve!